URBAWN Return & Refund Policy
Last updated: 2025/10/8
Our Approach
Every Urbawn piece is made to order with precision and care. That means your item is created specifically for you—minimizing waste and keeping our production ethical. Because of this, we don’t process traditional returns, but we always make things right when something goes wrong.
When We Replace or Refund
We’ll send a free replacement or issue a refund if:
- Your item arrives damaged, defective, or with a print error.
- You receive the wrong product, color, or size from what you ordered.
- Your order is lost in transit beyond its expected delivery window.
To qualify, contact us within 30 days of delivery (or estimated delivery for lost items) with clear photos showing the issue. Once verified, we’ll either replace the item at no cost or refund the full amount to your original payment method.
When We Can’t Accept Returns
Because each item is custom-made, we can’t accept returns for:
- Buyer’s remorse or size preference changes.
- Incorrect information entered at checkout.
- Minor color or print variations due to digital printing processes.
If you need a different size or ordered in error, reach out anyway—we may be able to offer store credit or a partial discount on a replacement.
Delivery Issues
If tracking shows no delivery or the item is lost:
- Report it within 30 days of the estimated delivery date.
- We’ll investigate and replace or refund if the carrier confirms loss.
- If marked “delivered” but not received, we’ll help guide you through next steps (e.g., checking with neighbors or your local carrier office).
Returned Shipments
If an order is returned to us due to an incomplete or incorrect address, or if it was unclaimed:
- We can reship once you provide the correct address and cover new shipping fees.
- If no response is received within 30 days, the order is considered closed with no refund.
Donations & Sustainability
Urbawn operates with a zero-waste mindset. Any returned or unclaimed items that cannot be reshipped are donated to local community organizations or resold through special outlet or sample sales. This ensures every product continues to serve purpose and prevents textile waste.
How to Submit a Claim
Email support@urbawn.com with:
- Your order number.
- Photos of the issue.
- A brief description of the problem.
Our team will respond within a few business days and confirm next steps. Once approved, replacements ship automatically or refunds process within 5–10 business days.
Regional Notes
Return windows or consumer protections may vary by country. We follow applicable local laws for international orders.
Final Notes
- Refunds and replacements are reviewed case by case.
- Hygiene-sensitive items (like face coverings) are non-returnable.
- We reserve the right to deny claims submitted beyond 30 days or without sufficient proof.
Summary
Custom-made. No standard returns. If there’s an issue, we fix it—fast, fairly, and with respect for you, our community, and the planet.